Chick-fil-A Mall Road Drinks and Second Drinks Training Guide

Create Eye Contact, Share a Smile, Speak With a Friendly Tone, Always Say “My Pleasure.”

Standards Notes
1. Monitor the drive-thru/ front counter beverage screen.
1. If there are not any orders to be filled, serve your area by cleaning
2. When a beverage order comes on the screen begin making the and/or stocking what you need in order to be prepared for coming
Drinks beverage and finish with the proper lid punches.
orders.

Stand Alone 3. If there are three or more beverages on one order be sure to use a 2. Pay close attention to special requests, such as: Lite ice, extra ice,
Position 4 cup carrier for those beverages
one lemon, etc.

4. Try to keep the beverages in the correct order that they are on the 3. A two cup carrier may be used if requested by the Guest.

screen to enable the window employee to find them quickly. 4. No Notes

1. The first drinks person will begin the making of the beverages (i.e
putting ice into the cups and filling it with the proper beverage).

2. It is the second drinks person’s responsibility to complete the

1. Make sure you are using the ice scoop in the bin to scoop the ice.

beverage that was started by the first drinks person by filling the
Drinks with cup the rest of the way and putting the lid on the beverage and
2. Be sure to mark all beverages correctly to insure accuracy.

Second Drinks using the proper lid punches.

3. Move the beverages up closer to the window as more space clears

up.
3. It is also the second drinks persons responsibility to open cup
carriers for orders with three or more beverages.

Job Duties 1. Serve the Guests 2. Clean your workstation 3. Stock your workstation
 Chick-fil-A Mall Road Drinks and Second Drinks Training Guide
Create Eye Contact, Share a Smile, Speak With a Friendly Tone, Always Say “My Pleasure.”

Standards Notes
1. Handwashing is the single most effective way to prevent the spread of
1. Wash your hands when you arrive, at least once per hour, when illness. Make sure you use the proper procedure as outlined on the
changing tasks, after touching your phone, in the restroom after using sidekick training aid near the handsink.

the restroom and again after returning from the restroom.

2. If you call off or need to leave, ensure it is because of one of these
2. Do not come to work or remain at work if you experience the following reasons. You must inform a leader of the reason so that it can be
symptoms: fever/sore throat, vomiting, diarrhea, jaundice (yellowing of appropriately documented.

the skin/eyes), or lesions with pus.

3. Ice is a food! Using a cup to dip ice is not food safe.

3. Always use the ice scoop when getting ice.

4. This is to ensure nothing gets on the large scoop while it is stored and
4. Always keep the large ice scoop above the ice machine in the sleeve thus contaminates the ice.

when not in use.

5. This ensures nothing falls into the buckets.

5. Hang ice buckets upside down when not in use.

6. If the bucket touches the ground, then the Team Member’s hand
6. Do not place ice buckets on the ground. Only use the silver cart.
touches the bottom of the bucket resulting in potential cross-
7. Do not store chemicals on the same level or above “Ready-to-Eat” contamination.

Food Safety surfaces.

7. This ensures we reduce the risk of chemical contamination.

8. Store personal items or beverages in their appropriate, marked space.

8. This reduces/eliminates cross-contamination of bacteria that may be
9. Wipe trays with a soft cloth and sanitizer spray.
on personal items getting into food items.

10. When refreshing a beverage for a guest, do not touch their lid or straw.
9. No notes.

11. When grabbing a cone or using a 2MS Straw, do not touch the 10. Kindly ask them to remove it. This reduces the cross-contamination
exposed part of the straw or the cake part of the cone.
risk of touching their bodily fluids then touching something else.

12. Do not touch your hair or face when working. If so, wash your hands 11. These are food contact surfaces.

after.
12. This is to prevent cross-contamination.

13. If you cough or sneeze, do so into the crook of your elbow.

13. This is to prevent the spread of germs.

14. Always label, using a label from the Jolt printer, any food item that you 14. All food in the restaurant must be dated and labeled when stored.

will store.
15. This reassures Guests that we are creating barriers between what we
15. When taking out trash, always wear gloves.
touch and “germ havens”.

16. Do not chew gum while working. 16. This is unprofessional and could pose as a food safety risk in the event
that spittles fly out of your mouth or your gum falls out.
1. You must always be in full uniform at all times.
1. This includes belt, shirt (tucked in), Shoes for Crews, name tag, and
2. Only official Chick-fil-A outerwear is allowed.
pants.

3. All hair must be pulled back and out of the face.

2. This includes sweaters, jackets, cardigans, etc.

4. Only studded earrings are allowed.

3. This is so guests can see your lovely face!

Appearance 5. All headgear must be official Chick-fil-A gear, or it must be red, black, 4. No hoops or dangling earrings are allowed for food and Team Member
or white.
safety.

6. Nail work must be conservative, and nails must not extend beyond the 5. This includes hats and headbands/headwraps.

tips of fingers. 6. Underneath nails contains about 80% of the germs on your hands.

1. Use the Core 4 at all times.

1. Create eye contact, share a smile, speak enthusiastically, and stay

2. Always use the language of hospitality.

connected to make it personal.

3. Use the mood meter to read guests and respond with care towards
Hospitality them.

2. “Certainly!”, “My Pleasure!”, “meals”, “beverages”, “entrees”, etc.

3. People feel cared for when you meet them where they are emotionally.

4. Use the H.E.A.R.D. model to address any problems and recover the
4. Hear, Empathize, Apologize, Resolve, Delight
Guest appropriately.

Job Duties 1. Serve the Guests. 2. Clean your workstation. 3. Stock your workstation.